Sam's Club
Reviews and Complaints

I had ordered an HP copier/printer/ scanner combination. Being a Plus Card member, the shipping was free. I needed a password to finish the purchase. Then, the fun began. Today 11-20-21 I finally contacted Chat. Got a foreigner whom I thought was pleasant, but he never knew how to set me up with a password. I waited over an hour, then contacted Chat again. Got another foreigner. After 4 tries, he was unable to set me up. I checked all my e-mail programs several times. Then, I was told I may have to wait 48-72 hrs. What kind of customer help is this, I ask you ? Oh, I also tried ordering as a guest. I wasn't allowed to do that. I am sorely disgusted with Sam's sloppy ordering internet set up and those people in Chat ! I have always loved shopping at Sam's in person in Vienna, WV . At this time I am under the weather and don't feel up to going out, so I tried the internet . Do you not know how untrained those foreign workers are ? Bad for your loyal customers to deal with ! Thank you, Mary Wilson

On 11/1/21 I went into the Centerville, OH where my husband & I shop for our Business/Personal. I have to have surgery on my right shoulder soon. I purchased 2 cases of water and 2/24oz cases of Pepsi & MT-Dew. As I checked out I asked for help to put items in my truck. The lady called on her walkie-talkie for member help with putting items in car. I stood inside by the carts and waited (the people who retrieve carts are the ones who are supposed to do this). One white guy, Austin pushed carts in, looked at me for 2 minutes & walked back out to the parking. A 2nd white guy, Brock came around the corner from outside and put the carts inside that he retrieved from the parking lot. Looked at me & went back out to parking lot! I called 4 a mgr., Michelle (team lead) came and I told her what happened. She shook her head and said I'll put items in your car. I told her have the guys do it, she talked to them, Austin lied and said he was on break, Brock got an attitude, walked up to me and sternly said "I'll follow you." I returned all my items!

I visited the Sam's Club in Chattanooga, TN on November 15. I was going to my car when I noticed an old gentleman looking for his car. I ask him if he need some assistance and he said he was looking for his wife who was shopping and he couldn't find her or his car . I walked him back in to ask the door person( African American lady )if she could help us. She said to me I cant help you. Now I realize that she may not had a walkie but she could have at least been pleasant and not rude to the elderly man. He was very nervous and and needed to find his wife.
This is unacceptable . I contacted the manager about her behavior. She is not someone that need to be greeting anyone with the nasty attitude like she had.
Thank you to the young lady (TEAL SANTA HAT) for you help. Thank to the manager also. I hope this elderly man found his wife.

Judy Evans
Plus Member

I have 2 incident numbers. I have received no correspondence on either. Each time I call back to check on them, the person tries to tell me to try something else instead of them helping me. Why do they wait until I call to give me suggestions? I spend thousands of dollars every year and love the store, but, this is the worst customer service ever!

Incident 1: # [protected] This is from MAY 25, 2021!
My husband bought me a ring for Christmas in 2017. After a couple of years the middle stone fell out. I am sorry to say that when I looked at the reviews for this ring someone had written a bad review saying the middle stone had fallen out! I don't wear the ring every day. The warranty had recently expired. I took the ring to our local jeweler to see what it would cost to replace the stone. They told me the prongs were fine and the reason the stone fell out was because the diamond was not set in far enough. I went to the Sam's Club where it was purchased. You can't get any help at the jewelry counter! People walk by and ask if you need help and then say they will send someone. Most of the time, nobody comes. After many trips and lots of time standing and waiting for help, a woman named Jessica said Sam's Club would help with the cost. She gave me her phone number to let her know something and now she won't answer. Her cell # is [protected]. I have attached a picture of the note Jessica gave me with the ring box for proof. I have been dealing with this for about a year or more now. I had an original complaint and didn't keep the incident number. To replace the diamond cost $500 plus tax. Not one person has called me back about this. The last conversation I had with someone I was told that you would get the manufacturer of the ring to call me. That was months ago and I haven't heard anything. I am very disappointed in the total lack of communication. I know I am not valued.
Incident 2:# [protected] & # [protected]
I purchased a 4 pack of Logan's $25 gift cards on line . After I gave one away, she called me back to tell me it had no money on it. I came home and scratched off another card and it has no money on it. They haven't been activated with the money! I was so embarrassed to say the least! I, again, haven't heard a word from anybody, even with 2 incident numbers. Again, this is the worst customer service I have encountered.

TC#[protected] 5 My husband and I were in the Freehold, NJ Sam's Club tonight. I am handicapped in a ride on cart. My husband ran back to get Boost for our Granddaughter but you were out. The cashier was not friendly or courteous. Another customer can from the other end and she stopped to talk to the cashier. In spanish, she asked the customer why she didn't come check out with her, I had to grab my own receipt from the printer because she was too busy chatting with a friend. She never welcomed us or thanked us! Not the first time with her either!

To whom it may concern in charge of corporate complaints:

I am writing you this letter to express my disappointment and total dissatisfaction of how a promotional offer was handle in your store and also by your customer service representatives on the phone.

My husband and I have been Sam's Club members for almost two decades. We were shopping in our local Sam's Club when a Sam's Club employee approached us at the self-checkout. She said if we qualified for a Synchrony Sam's credit card we would receive a $40 credit today. We were kind of in a hurry so I told her we were not interested. But she was persistent and said it would only take a couple of minutes and she could do the application while we were ringing up our groceries. She said if you qualify, we could use our $40 right then. Well, that interested my husband so while I rang up our things, he gave her the information. And like she said it didn't take long and we did qualify. When she tried to apply the
$40 to our order it did not work. She tried a few times and was entering information in her handheld computer but seem to have trouble getting it to work. She then apologized and said that we could not get the $40 that day but when we received the credit card in the mail it would have $40 credit already on it. I asked her what address she had to make sure she had our correct address because we have a home address but receive our mail at our post office box. So, she put the post office address in and checked all our other info. I then ask her one more time to be completely clear on the $40 we DID NOT receive because she could not get it to work in her system. She again told me that when we received the card in the mail in 5 to 7 days it would have the $40 credit on the card.

My husband is a 100% disabled Veteran and I take care of him so I only check my mail every 3 weeks at our P O Box and we shop once a month to make it easier on the both of us. So, by the time I got my mail and opened it on October 16th, I also called customer service to activate my card and to see if the $40 credit was applied. I spoke to Karl Emp # . He told me no there was no $40 credit and that the promotional offer was no longer good. I told him what the Sam's Club employ women told me about how it would have a credit on the card when I received it. He said he was sorry, so I told him never mind that I was not going to activate the card then. He said he could re-instate the promotion but that I had to purchase something before the $40 credit would be applied. I was immediately skeptical and said what if they could not reinstate the promotion. Karl assured me it would be and to activate the card but that I had 30 days to purchase something for the credit to apply. So, I activated the card and I purchased something 9 days later on October 25th.

So, on November 8th I called to check to see if the credit was applied as Karl assured me. The customer service rep said no it had not been applied and it would not be because the offer had expired. I explained to her what Karl said and she did see the notes or when he put in for the offer again but that the offer was for September 5th. I then ask to speak with her supervisor.
His name was Joe, he said he was an Account Manager, 2:45 pm, Emp # 7429, I told him about what the Sam's Club employ told me and what Karl the service rep told me but he was unwilling to apply the $40 credit. I told him that I didn't activate the card until October 16, 2021 and made the 1st purchase with in the 30-day period. He said I had to make the purchase 30 days from the application. I told him I had no card nor an account number to do that until I received the card and account number in the mail and that I only activated it on October 16. I told him Karl was supposed to reinstate the promotion on the day I activated my card. He was very persistent about the September 5th date of application. He was unwilling to credit my card balance. I also found out my membership fee of $45.00 was automatically billed to my account. I asked him how did that happen without my permission. He said that was in the credit card info. So, I ask him how do I take that automatic billing feature OFF of my card? So, he took the feature off of my card. I ask him the number to corporate. He said there was not a number only an address. I asked him to please give it to me so I could write this letter. I told him I was not happy with the way this was handled because I was lied to by the Sam's employee and the customer service rep and how he was unwilling to credit me. He was not very companionate and seemed to want to just get me off the phone. I did get his Emp # and name and told him I would write this letter.

So, I am asking you "Corporate" if you would be willing to credit the $40 to my account and fulfill the promotional offer from your Sam's club employee? My husband is a 73-year-old Disabled War VET and we are on a fixed income. $40 may not be much to you but it is very helpful to us. I am only asking you would be willing to honor the original offer.

Thank you,
Mrs. Charles Perkins
[protected]

I ordered a tv online and screen was cracked so took back to store and purchased same one from store. Clerk's ipad kept erroring out and she never gave me a refund receipt. Told me should be on credit card within 5-7 days. Never showed up and I went back to store about 6x explaining I never got it and clerk vouched ipad kept erroring out. I called corporate about 12x explaining the situation and sent them credit card statement showing amount never posted back. Took proof to store as well. I was so aggravating from corporate giving me the runaround telling me to contact store and store telling me to contact corporate. After about a month of frustration, the amount was finally posted to my account. I will never leave the store again without a refund receipt in my hand.

On Thursday November 4, 2021 My husband and I went to Sam's club in Greenville SC.
We picked up our new membership cards and
Made over$500.00 in purchases.
On Friday November 5th we received an email with sneak preview of sale beginning 12:01 am November 6.
One of the sale items we had just purchased in store for $120.00 more.
I chatted online with customer service and they could not refund the difference because I didn't purchase the item online.
I called the store and was told they don't price match Sam's online items I asked if they prefer I return an open box, used item to the store and order online and was then told they would refund the difference but had to come to the store which is a 47 mile drive.
So now I'm going to order a new one online and return the used one within the 90 return window.
How stupid is Sam's club ?

sams club on north stone in tucson will not keep 60 pack of friskies can cat food in stock, this is a on going 5 year problem! so i try to call first so i dont waste my time driving over to find out there out again but they never answer there phones never! i dont understand that when they run out and after a week then they just might reorder. i think all they have to do is reorder as soon as they get new stock in, but nobody CARES nobody at this store CARES! if you try to ask for help from anyone they give you a dirty look and say were out of that. there is only one person there that cares and she is doing everybody else job a this store. please hire someone to work in the pet isles that cares, cares that people in his pet isles has something to buy when they get there. is that to much to ask for and answer the phone!

There is no reason to have a website to order your goods if there is nothing that you allow for pickup! I am currently unable to shop in your store due to an injury so I tried for the first time to order and pickup only one thing would be able to be picked up it was romaine lettuce. That is the most ridiculous thing I have ever seen. So I guess I will need to order my groceries from your competitor BJ'S I'm sure there will be no problem there. You really need to get it together.

My local Sam's Club optician, Lisa E.Graybeal, visit went fine, but I was charged a $25 copay. I checked my insurance and should not have been charged a copay, so I went to get a refund. I was told, no, you were left a voicemail, it was explained that this was for the eye photo fee. I signed in to get dilated, not for a photo, I had the voicemail saved and offered to play it back for them, there was no mention of this fee. Then I was told that you signed this laminated form for the photo, but the foreign receptionist said at the appointment check in it was a hipa form, "just sign the bottom". Come on, this is wrong! Laminated forms with dry erase markers being given out.

I ordered a computer on my Sam's account on 10/10/21 to be picked up from Local Sam's Club in Pensacola FL on Airport Blvd on the 11th of October.
I work from home and my fiancé which is a member on my account, went to pick up the item, the text rec'd told him to let them know when he arrived, which he replied when he arrived. The text then said to let them know what parking spot he was in, which he did not, because he had other shopping to do, so he went in to pickup the computer, when he arrived, he went to area to pickup, they told him only the person who ordered the item could pickup, which I know is not true because he is on the membership and has picked up several times, and if they would have brought the item to the car, they would just given it to him w/ no questions, this has happened the couple of times we have picked up.. he then proceeded to show them his Sams membership card and his ID and called me on the phone and they still refused... I was so upset I canceled the computer, went up to the store when I got off work, asked to speak w/ a manager and the guy who represented himself as a manager came and said he would look into and call me and no call have I rec'd, no one tried to find out who it was that morning working, what happened, no compensation, I bought the computer the same day from the store, but now I wish I would have went somewhere else, I called customer service and filed a verbal complaint and still no response or no one offered any compensation or explanation. nothing from Sam's Club..
I also ordered some Lipton Tea's from online because I have tried for months to get these items in the store, you carry it on line.. I have been charged on this order 33.00 for shipping when I am a plus member but was told that these items don't fall under the free shipping but you don't have them in the store...no one offered to compensate me for the shipping costs, this is the worst management at this store in Pensacola FL that I have ever seen, I have been a Sam's Club member for many years.. and this is the worst I have seen this store especially the management staff.

Today Wednesday Oct. 27 at your store in Anderson S.C. I bought a case of Friskies cat food 5.5 ounce cans that had damaged cans in it several cans were broken open and the case was full of worms really nasty! This sort of thing is not good for your image. I cleaned the good cans and through the broken ones away. I am not looking for anything for nothing I just wanted you to know. I believe more care needs to be used when unloading and using forklifts. I understand time is money but your customers are your gold. Thank You

I continue to experience a hold on my debit card for a gas purchases. I asked for $25 gas purchase and was charged twice. This is the 2nd time this happened. The 1st time I waited 3 business days, a total of 5 days to get my money released back into my account. This is unacceptable. I need the funds and it's messing up my account.
This occurs at the Pleasantville NJ location

My wife and are Christmas shopping online and my card was declined. Why? My wife called the customer service number and was directed to a representative, Ann, who was very rude and unhelpful. I appreciate the fact that she needed to verify my identity, however, it is very difficult for me to talk on the phone. I told her to please just talk to my wife. While talking to my wife, she kept wanting to send a voice message to my home phone and my wife could not make her understand that she was TALKING TO HER on our home phone. My wife tried to tell her to send the message to my or her cell phone number, but she kept talking over my wife, almost to the point of shouting.

Although we appreciate the first responders and healthcare staff, the hours that was set aside for them shouldn't be called hero hours. Its should be considered something else. Its very offensive to the real hero's which is the military and those who have served. They are the real hero's of this country. They put they life on the line everyday even before this pandemic.

Club #08176

Tires lose 6 - 8# of air when low pressure system moves through. Has happen 3 times since tires purchsed on 3/14/21. Have a truck with Michelin tires that is parked in garage next to this vehicle has not lost any air since purchase of tires at Sam's on 11/17/20. Have owned 10 vechiles +/- in my life time (I am 68) and have never had this problem. The manager of the tire shop at this store tried to tell me that tires where like a basketball and when weather changed the basketball would lose air. I have built tires at the Goodyear plant here and I believe that the construction of a basketball and a vehicle tire are not the same or you would see people driving on basketballs instead of vehicle tires, they are less expensive.